About Us:

Serving one million patients and their families annually. Advancing medical knowledge, technologies and practices. Developing and educating the next generation of exceptional health care professionals.

With more than 100 locations in hospital-based clinics, outpatient health and specialty care centers, we provide the most advanced medicine and thoughtful, patient-centric care to the greater metro-Detroit community.

Job Summary:

The Referral and Authorization Coordinator position serves to provide integrated services essential to care delivery and revenue. The R&A coordinator is responsible for obtaining pre-certifications and pre-authorizations for procedures, specialist referral appointments; scheduling for outpatient testing with other providers for Wayne Health.

Coordinates processes, documents medical referrals and prior authorizations for a variety of medical services for clinic patients, as requested electronically by clinic providers.

They provide excellent customer service when answering incoming calls from patients and the public, schedule appointments, make follow-up phone calls, address complaints, troubleshoot problems and provide information to patients and public.

The Referral and Authorization Coordinator role demonstrates a commitment to a patient-centric, efficient health care delivery system that focuses on quality, safety and operational excellence.

Job Description:

Principle Duties and Responsibilities:

• Process referrals and submit medical records to insurance carriers to expedited prior authorization process
• Contact insurance carriers to verify patient’s insurance eligibility, benefits and requirments
• Schedule appointments for imaging and diagnostic services
• Schedule appointments for new and returning patients.
• Request, track and obtain pre-authorization from insurance carriers within time alloted for medical and services.
• Document and communicate patient correspondence/messages accurately to the appropriate personnel/providers.
• Manage all incoming referral repositories: EHR buckets, provider email, faxes, Auth inbox, Teams message groups and document all communication in electronic medical record.
• Request, follow-up and secure prior-authorizations prior to services ordered
• Regularly calls insurance companies to follow-up on authorizations
• Applies detail knowledge of ICD10 and CPT codes
• Achieve individual productivity and quality metrics set by management
• Manage correspondence with insurance companies, physicians, specialist and patients as needed, including documenting in the EMR.
• Review accuracy and completeness of information requested and ensure that all supporting documents are present
• Prioritize the incoming authorizations by level of urgency to the patient
• Provide excellent customer service, anticipates and respond to needs of others in a courteous timely manner, treat others with care and respect. 
• Maintain excellent interpersonal skills necessary to establish and promote productive working relationships with physicians, patients and their families and other individuals both inside and outside the clinical practice area.
• Updates patient insurance, email, phone and all demographics as needed for each patient serviced in EHR.
• Monitor insurance changes relative to coverage, authorization requirments
• Support/perform activities related to appeals of any denied authorization
• Answer Wayne Health calls.
• Schedule appointments for new and returning patients.
• Update patient information and patient registration.
• Responds to patient/customer inquiries both over the phone and by email.
• Research required information using available resources.
• Respond to and resolve patient complaints.
• Process referral requests.
• Identify and escalate urgent and emergent patient questions.
• Route calls to appropriate resources when unable to resolve the complaint/concern directly.
• Follow up with patients and callers within predefined timeframes set by departments.
• Clearly document all communications and contacts with providers and personnel in standarized documentation requirements according to standard operating procedures.
• Exercise sound judgement and decision-making skills.
• Communicate clearly, take initiative and is flexible.
• Exhibit good interpersonal communications skills.
• Convey a positive and professional image to the patients and the public.
• Work well under pressure.
• Contribute to the team effort.

Education, Licensure/Certification, and Training Required for the Job:

• High School Diploma or equivalent required.
• Minimum 2-3 years insurance, medical prior authorization, billing or Physician Office experience.

Skills and Abilities Required:

• Working knowledge of ICD10 and CPT Codes
• Able to operate and stay organized when using multiple computer screens and website windows
• Proficiency in Microsoft Outlook, Teams, Word and Excel
• Intermediate medical terminology
• Basic office skills including typing 35 wpm and accurately enter alpha numeric data
• Possess excellent verbal, written communication and problem-solving skills
• Excellent interpersonal skills necessary to establish and maintain productive working relationships with physicians, patients and their families and other people both inside and outside the clinical practice area
• Excellent customer service skills including the ability to use independent thinking, sound judgement and creativity when resolving customer issues or concerns
• Attention to detail in documentation and communication
• Ability to effectively work independently and with a team
• Manage multiple tasks with shifting priorities. 
• Knowledge of medical insurance and medical office billing
• Proficient in navigating EHR, Nextgen or Athena system preferred
• Ability to stand/sit for long periods of times and lift up to 50 pounds
• Requires sensitivity to work with seriously ill patients and their families
• Competency of customer service skills

Safety Requirements:

• Compliance with Department Health and Safety policies and procedures

Working Conditions/Schedules:

• 40 hour work week, hours and days to be determined by the business needs of the department.  Additional hours may be required.

Wayne Health is an EEO/AA/Veteran/Disability Employer